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Your one-stop app for your business
What do you like best about the product?
Important stats can be viewed all in one screen plus you have the choice as to which stats you can put it there. For our line of business, it is very important that we have control on what we want to show and not.
What do you dislike about the product?
Updates done without notification. Some will just come in as a surprise.
What problems is the product solving and how is that benefiting you?
We have control on what we want to show and not. Plus stats are being updated timely - which is very beneficial for call outs on the agents
Rock solid performance, continue innovation
What do you like best about the product?
Rock-solid performance: no outages, no performance deterioration.
Continous improvement and new feature
Continous improvement and new feature
What do you dislike about the product?
Sometimes innovation is so fast that is hard to follow up on new feature on slower campaings.
What problems is the product solving and how is that benefiting you?
Centralized all call center activity and most of QA practicess
Recommendations to others considering the product:
The product is amazingly efficient and the support provided by Talkdesk (tech support, account success) is top notch.
Mostly Positive Experience
What do you like best about the product?
Versatile and easy to use. Setup and integrations are easy to configure. End-users find the experience clean and it is *mostly* without technical issues. We use this with Salesforce and we have not had any issues with that connection. Very customizable.
What do you dislike about the product?
Support tends to take a while to figure out issues - they are quick to respond but their responses are usually very basic and not helpful. Project implementation seemed kind of haphazard and chaotic - I was never quite sure what I was supposed to do versus what Talkdek would do for me.
What problems is the product solving and how is that benefiting you?
This was a definite jump up in quality from our last provider. Better integrations, customization, and call quality.
Recommendations to others considering the product:
I recommend the product overall compared to other options
Usability Ease and Performance Metrics!
What do you like best about the product?
How easy it is to receive automated reports that are relevant to the information we measure agent performance on.
What do you dislike about the product?
There are very few if any things that we dislike about talkdesk. Maybe that they don't do the work for you?
What problems is the product solving and how is that benefiting you?
Integration within other platforms (Zendesk) and delivering accurate reporting to our managers and agents. We have realized that live dashboards for our leads are a massive benefit to our team.
Used to populate Cases when Customer call in
What do you like best about the product?
Its easy to use and debug. CTI is also easy to understand and easier to configure and add functionality.
What do you dislike about the product?
I disliked or things it could do better is the Integration part. Integation is hard to set up after refresh.
What problems is the product solving and how is that benefiting you?
Faster Case resolving for Support Team.
Very useful app, especially considering the fact that it is web based and easy to use.
What do you like best about the product?
The fact that employees can use it remotely.
What do you dislike about the product?
Sometimes the load times are slow for the recordings.
What problems is the product solving and how is that benefiting you?
Tracking incoming calls for our clients and managing my workforce are probably the two most significant benefits.
Recommendations to others considering the product:
Very robust and useful app, especially if you are in a call center setting.
TalkDesk Experience
What do you like best about the product?
My favorite part about Talkdesk is the ease of the interface in both the widget and the web mode. Additionally, as a Level One Support Manager, I find the new live reporting feature extremely helpful when tracking productivity, performance gaps and overall call center management. These metrics are invaluable when meeting with my team as we discuss growth points. Lastly, these data points support the cases I build for workforce management when I present them to my Leadership Team.
What do you dislike about the product?
We used to experience quite a few glitches with stability, call transfers, and overall user experience. However, since bringing on a dedicated TalkDesk Rep on our team, we have seen a significant improvement especially working from home in different environments. I sometimes struggle with creating my reports and dashboards as I don't understand all the nuances of metric settings/vocabulary. Still, once I figure it out, I love the outcome.
What problems is the product solving and how is that benefiting you?
Talkdesk reporting allows me to track productivity on my team and any performance gaps. Numbers don't lie, so I love seeing all the granular details in front of me.
Talk Desk Reports
What do you like best about the product?
I love the ability to not only see agents online, but to be able to join in and listen to phone calls live has been a game changer !
What do you dislike about the product?
There is not much I dislike about Talk Desk, it has been great with reporting and managing my agents.
What problems is the product solving and how is that benefiting you?
I am able to see more real time data and provide 1:1 feedback to my agents.
Recommendations to others considering the product:
Take advantage of all the reporting and great benefits it offers
Very helpful in getting insights about my team
What do you like best about the product?
I like the Dashboards, It's very informative and flexible based on my needs. I was able to see a bigger picture on how my the team is doing with their calls real time. The reports are also helpful if I want to get into particulars on how my team is doing.
What do you dislike about the product?
I wish that it's easier to export reports to CSV and Excel formats as I wish on integrating some data into our internal dashboards via google cloud.
What problems is the product solving and how is that benefiting you?
Getting reporting done as efficiently as possible. Also with TD we were able to get better insights on how we can schedule our people to get the best SL based on the staffing and call arrival patterns.
Great overall
What do you like best about the product?
I like that different features can be used—for example, the warm transfer vs. a cold transfer. Also, it is pretty easy to use and understand
What do you dislike about the product?
There are still some glitches that occur with transferring calls I recently experienced this week.
What problems is the product solving and how is that benefiting you?
Communication, easy communication with members and professionals as well.
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